Contact Center Solutions Featured Article

VitalVox Selects Indosoft's Q-Suite

October 28, 2014

Indosoft, a provider of multi-tenant call center software, recently announced that its Q-Suite has been selected by VitalVox, a provider of hosted call center and PBX services. With Q-Suite, VitalVox will enable its clients to lower their total cost of ownership.

Q-Suite 5.7 for Asterisk is a set of multi-tenant call center software, offering a scalable, full-featured contact center solution with high availability, redundancy and call survival. The solution offers global turnkey installations and software management for inbound and outbound contact centers. With skills-based routing, including call routing and queue prioritization, Q-Suite is an advanced scalable ACD, available to contact centers that want to deploy Asterisk clusters. It generates data for Agent, Queue, ACD and dialer activities for inbound, outbound and other media contacts.

“VitalVox is an ideal fit for the Q-Suite. Our outbound dialer and skills-based ACD form the backbone of what a hosted multi-tenant provider needs. The ability to scale on-demand will be key as VitalVox grows their clientele” said Stephen Ray, director of accounts at Indosoft. “The ease of provisioning users and devices along with the large number of features will stand VitalVox in good stead with their clients.”

In related news, Indosoft announced enhancements to its Web services API for enabling real-time access of the contact center ACD activity data for CRM applications. The web service API calls have also been extended to support JSON and YAML along with XML. With this, a CRM application can now invoke appropriate web service calls to pull on-going call information and agent activity details.

In a very large deployment of the contact center software involving multiple Asterisk servers, Q-Suite ACD provides granular access to centralized CRM applications, allowing data access through both push and pull mechanisms. Cloud contact center services often have multi-tenant, multi-server deployments requiring access to real-time data for integration to different CRM applications.

Edited by Maurice Nagle